The scene: a call centre, doing IT support for customers of a big retailer. They were often not the smartest customers, and more to the point, often knew next to nothing about computers. This bit happened on the hardware support line, where people reported faults with their computers, when the had a warranty, usually a very expensive extended warranty with on-site repairs. We tried to diagnose the problem, and booked an engineer to go out there with the right parts. A colleague was on a call, and put them on hold to ask a supervisor something - likely the customer was asking for something we weren't supposed to do. The headset mic was pushed up on top of his head out of the way, while the supervisor stood over him. After seeing what the request was and why, the supervisor responded "He can fuck right off, that's complete bollocks. He's lying to you, no fucking way that's true." There was a short pause, then the colleague looked up and said "Er. He wants to talk to you." He had not put them on hold. Cue one very awkward conversation, and begging an on-site engineer to go straight there.